R: R: [otrs] OTRS statistics

8 Feb 2006

      icon file:

  icon_vraagtaken.gif

is missed

It's possible to have a copy of it, or what do you intend to show there ?

thank you again

Simone

-----Messaggio originale-----
Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]Per conto di
Simone Girlanda
Inviato: mercoledì 8 febbraio 2006 15.34
A: User questions and discussions about OTRS.org
Oggetto: R: R: [otrs] OTRS statistics

I have some problems using it:

fonts are not present in my system, where may I get them ? or may I use
other ?

my $GraphFont = '/usr/share/fonts/truetype/DINLt____.ttf';
my $BoldFont = '/usr/share/fonts/truetype/DINBd.ttf';

I tried to use OTRS_stats.pl but I always have this error:

"No tickets created in Queues: Supporto, between 1-1-2006 and 1-2-2006"

but there are 31.

I think that the problem (if a problem exist) is in this part of the
software, but I'm not able to understant / change it:

   # Put wanted tickets in array (right qID's)
	if (scalar (@{$Param{QueueID}}) == 0) { # No queues selected, thus select
all
		%NewTickets = %ticket;
		@{$Param{QueueID}} = keys %queue_ids;
	} else {
		foreach my $Key (keys %ticket) {
			$NewTickets{$Key}++
				if (grep {$ticket{$Key}{q_id} == $_} @{$Param{QueueID}});
		}
	}

	# Print error if there are no tickets within the selcted time interval
	my $Error = "No tickets created in Queues: ";
	foreach my $ID (@{$Param{QueueID}}) {$Error .= "$queue_ids{$ID}, ";}
	$Error .= "between $Param{StartDay}-$Param{StartMonth}-$Param{StartYear}
and $Param{EndDay}-$Param{EndMonth}-$Param{EndYear}";
	error("$Error")
		if scalar keys %NewTickets == 0;

	# Find those tickets which were initially calls
(type_id(PhoneCallCustomer)= 12)
	# Could have done this with a nested SELECT, but this is way faster
	$sql = qq~
		SELECT DISTINCT(t.id)
		FROM ticket t,

-----Messaggio originale-----
Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]Per conto di
Edgar Meij
Inviato: martedì 7 febbraio 2006 18.28
A: User questions and discussions about OTRS.org
Oggetto: Re: R: [otrs] OTRS statistics

There is an earlier post from me, I've included it below. And there is
a readme file within the archive, have you tried those?

Regards,

Edgar

---
Dear all,

During the greater part of this year I've been developing a statistics
module for OTRS (and Hostnet). Attached you'll find a zip file with the
final result. See the README file within for further installation
details, requirements, etc. etc.

The script is able to produce the following ticket statistics,
aggregated on a per-day or per-week basis, between specified dates and
in specified queues. The output can be selected as well; graphs, CSV and
HTML (tables) are supported.

- Number of new tickets (total/calls/e-mails)
- Workload (number of calls, in- and outgoing e-mails)

efficiency:
- E-mail time calculations:
  Open time
  Reply time
  Resolution time

efficacy:
- Average number of follow-ups/replies per ticket
- Number of first time fixes

An example graph is attached as workload.gif.

On 2/7/06, Simone Girlanda  wrote:
...
may you give us more detailed installation instruction ?
thank you
-----Messaggio originale-----
Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]Per conto di
Edgar Meij
Inviato: martedì 7 febbraio 2006 18.16
A: pas.de.quoi@voila.fr
Cc: 'User questions and discussions about OTRS.'
Oggetto: [otrs] OTRS statistics
Hi Rémi,
Sure, see the attached file. If you have any questions, drop me an e-mail.
Regards,
Edgar
...
-----Oorspronkelijk bericht-----
Van: pas.de.quoi@voila.fr [mailto:pas.de.quoi@voila.fr]
Verzonden: dinsdag 7 februari 2006 10:21
Aan: danie@verpakt.com; edgar.meij@gmail.com
Onderwerp: OTRS statistics
Hi Edgar, Hi Danie
I use otrs too since june 2003 (1.3.2 at this time but I'm going to
update
to 2.0.4 soon) and I'm interested in statitics over OTRS database but
I'm
not an expert in SQL so, as Danie asked, could you possibly send me the
zip file , I would really like to have a look at it (the ouputs that you
have made meet my goals)
Thanks a lot
Rémi
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